Evanta CHRO Leadership Summit

Soaring Customer Experience Expectations

Airline travelers have high expectations for their experience, from the accuracy of their reservations to baggage arrival at their final destination. But what are travelers’ expectations beyond the basics? Customers, across airlines and industries, have a rising expectation for a differentiated experience — one that will make them a customer for life. How ready are your employees to deliver? Jim Fahnestock, managing director of customer experience training at American Airlines, and Gary Magenta, chief change architect at Root Inc., outline how HR and CX professionals are partnering to elevate customer experience through storytelling, case studies, interactivity and even humor.

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